Description

External Retirement Plan TRS Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information
M-F
Advertised Salary Commensurate with Experience Posting Date 09/09/2025 Open until filled Yes Closing Date Proposed Starting Date 10/01/2025 Special Instructions to Applicants Location of Vacancy Athens Area EEO Policy Statement
The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([email protected]).
USG Core Values Statement
The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Position Information

Classification Title IT Support Technician I FLSA Non-Exempt FTE 1.00 Minimum Qualifications
High school diploma or equivalent
Preferred Qualifications Position Summary
Warnell OIT's Tier 1 Team is a customer-facing team that manages the intake and fulfillment of IT support requests for Instructional Support, Classroom Technology, and Faculty and Staff computing. To ensure ample coverage and classroom support from 8 AM to 5 PM, Monday through Friday, the IT Associate would be responsible for opening the Helpdesk at 8:00 AM. Every morning, the Associate will audit all open cases in Team Dynamix to ensure the proper delegation of cases for the day, meet client deadlines, and address critical instances that may have arisen overnight. From there, daily duties will include assisting the Tier 1 Manager with daily operations, such as delegating tasks to student workers, providing student worker training, and serving as a liaison for critical resources that only full-time staff have access to. The Associate will maintain certification of Professional Education Portal Learning Admin to implement and create training materials to enhance digital literacy; maintain compliance with USG policies; and facilitate the growth
Knowledge, Skills, Abilities and/or Competencies

• Knowledge of Windows and Mac OSX Desktop Operating Systems.
• Knowledge of iOS and Android mobile devices.
• Ability to troubleshoot end-user devices such as laptops and desktop computers, tablets, Wacom tablets, GoPro cameras, and portable audio systems.
• Ability to explain sophisticated concepts to end users and student workers.
• Experience with Smartsheet
• Website editing
• Making minor content updates as needed: i.e., directory profiles, faculty lab updates, link updates, replacing outdated documents or PDFs etc.
• Checking and fixing broken links.
• Reviewing the site for accessibility issues (alt text, contrast, etc.)
• Helping identify SEO opportunities (keywords, meta descriptions, etc.)
• Reporting layout bugs or WordPress glitches and making minor repairs
• Be a self-starter and can work independently or as part of a team.
• Ability to communicate effectively in both written and oral forms.
• Good time management and punctuality.
• Customer Service attitude and experience.

Physical Demands

• Ability to life 50lbs
• Driving to perform job-related tasks

Is driving a responsibility of this position? Yes Is this a Position of Trust? No Does this position have operation, access, or control of financial resources? No Does this position require a P-Card? No Is having a P-Card an essential function of this position? No Does this position have direct interaction or care of children under the age of 18 or direct patient care? No Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) No Credit and P-Card policy
Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.
Background Investigation Policy
Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Duties/Responsibilities

• Manage Helpdesk day-to-day operations, process development, prioritization, and delegation of tickets.
• Familiarity/support with Microsoft Office (including SharePoint Site creation and maintenance), Question Pro, Microsoft Forms, eLC, Zoom, Kaltura, Adobe CC, and WordPress.
• Development of documentation and training materials for known problems and their solutions.
• Work closely with outside vendors to coordinate maintenance and service calls that are sometimes after hours.
• Provide training to support staff and others; evaluate products and services; and prepare and present reports.
• Provide direct, timely, remote, or hands-on technology support to the client, including the diagnosis and resolution of issues with standalone or interconnected hardware, software, peripherals, and network devices. This includes support and maintenance of A/V systems supporting labs and meeting spaces.

Percentage of time 55 Duties/Responsibilities

• Assist Tier 2 IT Manager in Recruiting, selection, hiring, training, delegation of cases, scheduling, facilitating jobs requiring elevated privileges, maintaining a productive environment, and management of student workers.

Percentage of time 25 Duties/Responsibilities

• Ensure staff have appropriate and consistent access to IT resources and information systems.
• Assist in the planning, development, organization and delivery of training events/programs.
• Actively participate and contribute to IT planning and management efforts.

Percentage of time 10 Duties/Responsibilities

• Assist Tier 2 team with imaging tasks and other miscellaneous duties as needed.

Percentage of time 10

Contact Information

Recruitment Contact

Contact Details
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.
Recruitment Contact Name Malissa Russell Recruitment Contact Email [email protected] Recruitment Contact Phone

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a valid Driver's license?
   • YES
   • NO

Applicant Documents

Required Documents

1. Resume/CV

Optional Documents

1. Cover Letter
2. Unofficial Letters of Recommendation